“Can I return this?” “Is this bag washable?” You'd love help answering the questions that keep coming in. But is a product page enough, and what should you prepare first?
Lyro, Tidio's AI agent, uses information you provide to answer customers. Start with ten common questions, write concise answers with the necessary conditions, and test different ways of asking before going live.
This guide uses Tidio's official documentation checked on September 8, 2026, with fictional bag-store FAQs and tests. We haven't tested imports or answer quality in a live account. Our Tidio and Lyro overview covers the service itself.
Choose ten questions customers might actually ask
A knowledge base is the information Lyro can draw on when answering. You don't need a complete manual to get started. Review recent inquiries and list the recurring questions.
Tidio's FAQ guidance emphasizes natural questions, clear answers, and testing unusual requests. The number of entries alone doesn't determine your results, so focus on whether they address your customers' needs. Tidio's FAQ writing guide
| Topic | Example questions | Where to check the answer |
|---|---|---|
| Before buying | 1. Is this bag washable? / 2. How long are the handles? | Product details and care instructions |
| Shipping | 3. How do you ship orders? / 4. Where can I see shipping costs? | Shipping guide and current rates page |
| Returns | 5. Can I return a bag? / 6. What about personalized bags? | Returns policy and personalization terms |
| Problems | 7. My bag arrived damaged / 8. I received the wrong item | Damaged-item and incorrect-order procedures |
| Staff help | 9. I need to change my order / 10. Can I speak to someone? | Support contact and staffed hours |
A question about return eligibility and a request to start a return may need different next steps. Keep the applicable policy consistent, but test both the explanation of the conditions and the route to the returns team.
Include the item, conditions, and next step
“Returns are available. Contact us” leaves a lot unanswered. A better answer doesn't have to be long; it needs the conditions a customer uses to decide what to do.
For illustration, our store accepts change-of-mind return requests for ordinary unused bags within 14 days of delivery. Personalized products and damaged items go through separate staff review. Replace this example with the conditions that apply to your store and its approved returns information.
| Question | Incomplete answer | Prepared answer |
|---|---|---|
| Can I return a bag? | Yes, contact us. | For ordinary unused bags, contact our returns team within 14 days of delivery. Personalized items, damage, and incorrect orders have different conditions and need staff review. The team will explain the next steps; this answer doesn't approve a return or process a refund. |
| Can I machine-wash it? | Wash it gently. | Hand-wash this example cotton tote and let it air-dry; don't machine-wash it. Other products have different instructions, so we'll need the product name before advising on their care. |
The care instructions are fictional product specifications too. A material name isn't enough to assume every item can be washed the same way.
Try this sequence when writing: which item or request → which conditions → what to do next. Copying changing information such as prices or stock levels into multiple fixed FAQs can also make updates harder to manage.
Choose URLs, manual Q&A, CSV, or PDF to fit your source
Tidio supports website pages, manual Q&A, CSV, and PDF. A CSV is a file format for storing table data. Choose based on where the information lives and who maintains it. Official data source guide
| Method | Consider it when | Check first |
|---|---|---|
| Website URL | Your current FAQ or shipping guide lives on the website | Outdated conditions left on public pages |
| Manual entry | You want to start with a few carefully checked answers | Each answer includes the conditions for its question |
| CSV | Questions and answers are organized in a spreadsheet | Headers, text encoding, and duplicate handling |
| An approved guide is already a PDF | Its revision date and the accuracy of extracted answers |
The CSV format has two columns, for questions and answers. Tidio lists a limit of 500 entries per file and 10,000 overall. Check the sample in the import screen for the required format. The table below is a writing aid, not an import-tested file.
| Question | Answer |
|---|---|
| Can I machine-wash this cotton tote? | Hand-wash it and let it air-dry; don't machine-wash it. For another product, we'll need its name to check the correct care instructions. |
| My item arrived damaged | Contact our damaged-item support team so a staff member can review the condition and your order. This response doesn't complete a return or refund. |
You don't need to approach the limits on day one. Starting with information you can read through yourself makes an unexpected answer easier to investigate.
Add one answer and check what was stored
Tidio's current help guide points to Lyro AI Agent → Knowledge → Data sources → Add knowledge. Choose Add manually to enter a question and its answer. Check the labels in your account too. Official steps for adding knowledge
Use this sequence for your own review:
- PrepareCheck the product, conditions, and support destination.
- Add the sourceRead the stored question and answer.
- Vary the questionTry a normal request and one outside the stated conditions.
- Fix the sourceReview the information used, revise it, and repeat the question.
An uploaded document doesn't prove the resulting answers are correct. Read them back as Q&A pairs. Check that line breaks haven't split a product name or mixed one item's conditions with another's.
Test normal questions and exceptions in Playground
Lyro's Playground gives you a testing environment before launch. Check whether answers keep the conditions, as well as whether they sound natural. Official Playground explanation
| Question | What to look for | An answer to avoid |
|---|---|---|
| It's unused and arrived ten days ago. Can I return it? | Directions to the returns team under the example policy | A claim that the refund has been processed |
| It arrived 15 days ago and I'd like to return it | The 14-day condition, with exceptions passed to staff | Dropping the condition and accepting every return |
| Is it the same for a personalized bag? | Separate review of personalization conditions | Applying the ordinary-item policy automatically |
| It was damaged when it arrived | Directions to damaged-item support | Rejecting it solely under change-of-mind conditions |
| Can this bag go in the washing machine? | Identifying the item; hand-washing for our example tote | Recommending a machine wash without identifying it |
| I don't want to return it. How do I wash it? | An answer about care rather than returns | Continuing with returns because that word appeared |
Record the reply, its supporting information, and your result. A pass means it met this test's criteria, not that every future answer will be correct. Passing a judgment call to a person can be the intended successful behavior.
Before activation, check staffed hours and who will take over. Tidio says enabling Lyro disables existing Visitor says flows, so review that effect if you use them. Activation considerations
Review the source before adding another FAQ
Tidio's FAQ guide describes using Review sources to inspect the information behind an answer, then testing again in Playground after a correction. Checking and improving answers
If Lyro answers “within 30 days,” look for an old 30-day policy before adding another version of the same question. Sort the problem into one of three types:
- Outdated information: verify the correct source, then update or retire the older material.
- Missing information: ask the owner for an approved answer before adding it.
- An individual decision: keep it with a person rather than forcing it into a general answer.
A request for a special return after the deadline doesn't require a new FAQ granting everyone an exception. Separate one customer's request from a policy that applies broadly.
Be careful with manual edits when re-syncing a website
After changing the source page, check whether Lyro reflects the update. Tidio provides a URL Re-sync option, but it replaces the Q&A pairs generated from that URL, including manual edits. Website re-sync behavior
Tidio's help guide lists automatic weekly sync for custom Plus or Premium packages. Confirm that your subscription qualifies before relying on it. Automatic sync eligibility
Save a note of corrections you need to preserve. If you changed “30 days” to “14 days” only inside Lyro while the website still says “30,” fix the original page first.
Your update log can start with one entry:
Item: returns FAQ. Source: your store's returns URL. Change: align the wording to 14 days instead of 30. Owner: store manager. Check: repeat tests for ordinary, personalized, and damaged items.
This is an example too. In a real store, decide when the change takes effect and how existing orders are handled, then provide the approved conditions.
Decide which unanswered questions to tackle next
Once your first ten questions are ready, look at the requests that still cause difficulty. Long answers, repeated explanations, or missing handoff details can all point to useful improvements.
Our Tidio pricing guide for a Japan-focused business and pricing guide for English-speaking markets cover trial and paid allowances. The number of FAQs and your allowance of Lyro conversations are different things.
Start with one approved answer and ask the same question in two ways. For a broader review, use our AI support quality checklist.